Bilingual Customer Service Representative

About the role

The Bilingual Customer Service Associate position provides a high level of customer service and support to our customers. They are trained to resolve customer inquiries on bank products, policies, regulations, and procedures via phone, live chat, or email.

Responsibilities

• Provide a high level of customer service and support to external customers
• Support inquiries received via live chat, email or telephone
• Authenticate callers to ensure our customers and the bank are protected from fraud attempts and take additional steps to mitigate risk if needed
• Research information and complete data entry to note customer interaction results
• Identify and escalate appropriate requests
• Remain current with product knowledge and administrative requirements through training
• Perform other duties as assigned

Requirements

• Basic product knowledge
• Basic ability to explain bank policies, procedures and/or regulations
• Basic ability to assess customer needs and recommend alternative products or services; refer to other departments when appropriate
• Able to maintain a high level of customer satisfaction
• Able to meet department efficiency and quality standards within 90 days
• Able to establish quick rapport with customers, actively listen, respond promptly with correct information
• Able to work in a high paced environment and maintain stable performance
• Able to maintain a high degree of confidentiality
• Able to complete and pass new hire quizzes and exam
• Inquisitive, agile and strong team player with excellent written, verbal and interpersonal communication skills
• Able to remain adaptable and resilient to all situations with an optimistic outlook and cast a positive shadow that is aligned with our culture and Core Values

Qualifications

• High school diploma or GED or equivalent combination of education and experience required
• Fluent in Spanish and English, written and verbal required
• 1+ year related customer service experience required
• 1+ years of call center and/or financial service preferred

Skills

• Intermediate level proficiency with Microsoft Word, Excel and Outlook

Benefits

• Medical, Dental, Vision, Health Savings, Flexible Spending Accounts and more!
• 401(k) and retirement education resources
• Paid banking holidays, vacation, sick and personal time
• Employee discounts and tuition reimbursement
• Second Shift differential for evening schedules
• 5% pay differential for proven Spanish/English speaking bilingual associates
• Paid training for 4 weeks (must be able to attend)

Pay

A reasonable estimate of the current base pay is $18.00 to $22.10 per hour. This position will be eligible for additional compensation through performance-based incentive plan(s) that will correspond to meeting performance goals.

Schedule

Work Schedule is between 9:30am – 8:00pm Monday-Friday and every other Saturday. Additional shifts Tuesday-Saturday or Sunday-Thursday are also available.